ZigZag’s Laura Davies invited back on BBC Radio 4 for a returns discussion!

After the news broke that fashion trailblazer Zara would start charging shoppers for online returns, BBC Radio 4 searched their contact list for a world-leading returns specialist for comment. Subsequently, ZigZag were invited back to discuss the significance of the post-purchase experience and share fresh insight from our Retail Returns Study 2022.

Host Jonny Dymond introduced the segment on the World at One programme with some passionate opinions from weekend shoppers on London’s Oxford Street. The responses painted a familiar picture of online shoppers buying multiple versions of the same product to ensure they get the fit and colour right the first time, before returning most of their order. Many agreed that they would potentially be put off buying from a retailer if they abandoned their free returns policy and began charging.

ZigZag Global’s Head of Client Success Laura Davies was alongside Sustainable Fashion Consultant & Educator Charlotte Turner for a quick discussion on returns, consumer expectations, and the environmental impact of the process. Laura explored exactly the importance of returns to potential customers, retailers, and the planet as well as identified how retailers can analyse big data to make more informed and avoid returns ever going to landfill.

“We know that 80% of consumers check a returns policy before buying online and really for that younger generation it’s an expectation that they will be able to do this [return] quickly and easily…they grew up shopping online and their bedroom is the new fitting room.”

ZigZag was delighted to be welcomed back onto BBC Radio 4 for another returns discussion and, as eCommerce and returns continue to grow, we are sure that the topic would have been of interest to most of show’s 11 million+ weekly listeners. We would like to thank Jonny Dymond and the BBC Radio 4 team for the invitation as we are always excited to provide the voice for reverse logistics!